Technical Support Specialist

Technical Support Specialist Jobs in Dubai

 

About the job

• Support Canon distributors and Canon end-users to achieve and maintain the optimum performance of nominated products and solutions. This includes responsibility for analyzing, documenting, testing, communicating, liaising and ultimately solving product problems. Problem resolution will be either from technical specialist’s own knowledge or by appropriate and timely escalation to other Quality Assurance functions.
• Report, recommend and take appropriate action regarding individual product performance, technical marketing and technical training matters.
• Design and deliver technical training on Print and Document Management Solutions and Canon Office MFP’sas designated by the Service Manager.
• To Train, control, monitor and support the day to day technical support from CCNA Technical department and staff.
• To develop improved service delivery in line with CCNA requirements.
• To plan, develop and implement any specific project or strategy to develop the service provided by CCNA

What We Give

With Canon, you’ll get the support and encouragement you need to grow, from people who share your ambition. We’ll invest in your professional development to help you learn and progress in your role with us. You’ll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.

Quality and technical assurance of products

• Assess and report on the performance of specified products & Solutions
• Ensure the Technical training material is prepared, and the delivery quality of information is met as per Canon Standards.
• Recommend and action suggestions to ensure that those products perform reliably and efficiently.
• Take technical initiatives to prevent problems developing, and to minimize problems, which arises.

Service Support

• Monitor, and distribute all support information in accordance with standard procedures.
• Recommend, prepare and action service seminars, individually, or in liaison with other Canon Technical, Sales or Marketing staff, as required.
• Create technical training and support environment for Print &Document management solutions with Virtual machines.
• Liaise with the Health and Safety coordinator to provide advice on and resolve queries relating to technical safety standards.
• Prompt escalation to next level and field support in case of major escalation.

Technical Assistance

• Provide telephone or written support to Canon distributors and end-users using Canon systems.
• Identify key support issues from those escalated, and propose actions to resolve, liaising with other Canon personnel as appropriate (for instance, Canon Europe’s Technical Service Support personnel).
• Visit end-user or distributor premises to investigate and resolve problems as necessary.
• Evaluate, prioritize and respond to field suggestions and written enquiries.

Marketing Support

• Interface with Marketing and Product Departments of Canon CCNA, Canon Europe, and other relevant companies to assess and report on viability of new products, peripherals and accessories, and their technical suitability to the African Market.
• Take overall technical responsibility for assigned products and Solutions
• Provide technical assistance and support to Training Courses, Exhibitions and Seminars carried out by other departments of CCNA as required.
• Agree and implement appropriate machine modification programmes, through effective liaison with Technical support specialists and Canon distributors.

Technical Training

• Attend training courses on nominated products as required.
• Write effective training courses for nominated products, to include, visual aids, practical exercises, and means to check understanding.
• Effectively deliver training courses to distributors’ personnel, at suitable locations in UAE or any other countries
• Maintain and update training records.
• Ensure that work processes and work flows exist for all Technical Support Specialist related tasks.

General

• Maintain and update records, filing system etc. of Technical Department.
• Spare Parts Management support

Technical Team Support

• To monitor and support the technical team in the Service & Support Department within CCNA
• To provide feedback and actions to continuously develop the service’s provided by the CCNA Technical team.

Management Support

• To undertake any project directed by the Service Manager
• To provide feedback on team performance (informally and formally) as requested

What We Ask

We need people who can achieve the exceptional by working collaboratively, who have the courage to risk new ways of doing things and the ability to see the world the way their customers see it. We’re looking for creative problem-solvers like you, someone who can ensure Canon stays ahead in an ever-changing world.

Interpersonal Requirements

• Excellent analytical skills and a logical mind.
• Motivation and aptitude to continue learning as new technology is introduced.
• Able to communicate, at times involving complex technical information, to individuals at all levels, internally and externally.
• High level of Customer Centric attitude.
• To be able to support and advise colleagues in a constructive way
• To be able to deputize for Service Manager
• Lifting/moving machines.
• Frequent overseas travel and periods away from home on a short notice
• Degree/Diploma caliber individual with relevant recognised formal qualifications very desirable.
• High level of technical knowledge and experience (5 years minimum) coupled with the ability to relate technical information to non-technical people at all levels.
• Previous experience of formal classroom training desirable or high-level coaching.
• Functional knowledge and/or understanding of Canon products useful.
• Experience on Microsoft Networking infrastructure and Servers
• Fluency in written and spoken English. French would be an advantage.
• High level of written and spoken communications required.
• Professional appearance, attitude and communication style.
• Familiarity with MS Office applications, i.e. Word, Excel, PowerPoint.

Previous Experience, Education And Job Learning

• Degree/Diploma caliber individual with relevant recognised formal qualifications very desirable.
• High level of technical knowledge and experience (5 years minimum) coupled with the ability to relate technical information to non-technical people at all levels.
• Previous experience of formal classroom training desirable or high-level coaching.
• Functional knowledge and/or understanding of Canon products useful.
• Experience on Microsoft Networking infrastructure and Servers
• Fluency in written and spoken English. French would be an advantage.
• High level of written and spoken communications required.
• Professional appearance, attitude and communication style.
• Familiarity with MS Office applications, i.e. Word, Excel, PowerPoint.

You will need

• Ability to work on own initiative and to strict deadlines.
• Ability to prioritize workload efficiently.
• Flexibility to deal with changing requirements and travel requirements.

Canon is enriching lives and businesses in incredible new ways. You can play a part in shaping the future of a company that’s strong, ambitious and considerate, where people do great things together. You can expect the exceptional and achieve the exceptional, with the world’s best imaging company.

Expect the Exceptional.

 

 

 

 

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